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###Description
Technical support contractor needed! Part-time work-from-home opportunity. Provide assistance in resolving support inquiries. Must be familiar with Particle platform, have approximately 20 hours/week availability, and strong communication skills.
Particle already has the largest developer community in IoT with over 100,000 engineers and hundreds of companies building with our engineering tools. We pride ourselves on the simplicity of our product, but building Internet-connected products is still a fundamentally complicated process. In order to support our developers from their first prototype to the deployment of their production widget, we’ve built a comprehensive customer support infrastructure that includes email ticketing, troubleshooting forums, and support documentation.
We’re looking for a Technical Support Contractor who will help us triage and resolve support inquiries on Particle’s hardware and software products, while also helping us improve the effectiveness of our customer support experience.
We expect you to be positive, enthusiastic, and caring. You should have a hands-on familiarity using some or all of Particle’s hardware and software tools, and be excited about becoming a power user of our platform. You should also be a good written communicator, and enjoy helping others overcome problems that they encounter. You are excited to be working within a team of hardworking, passionate individuals that care deeply about our developer community.
Our Hardware tools:
- Particle Photon (Wi-Fi)
- Particle Electron (Cellular)
Our Software tools:
Our Customer Support Tools:
- Zendesk
- Community forums (Here!)
###Responsibilities
- Triage and resolve technical support tickets
- Troubleshoot and interact with customers on our community forums
- Update and contribute to our product documentation
- Report on common issues and frequently encountered pain points
- Provide insights into opportunities to improve our product and customer support experience
###Requirements
- Available ~20 hours per week with a preference for consistent, predictable hours
- Excellent written communication skills
- Familiarity with the Particle platform and developer tools
- Development experience with C or Wiring/Arduino is a plus
- Experience with Zendesk is a plus
Particle is the most widely-used Internet of Things (IoT platform). We’ve built the largest community of developers and engineers in the industry, and we’ve shipped more than 100,000 development kits to 170 countries. Hundreds of IoT products, from smart home appliances to industrial equipment, are being built on Particle’s platform. We are committed to making it easy for anyone to get their products online, and we support product creators of any size — from Fortune 500s to blossoming entrepreneurs.
We are inspired by our mission of enabling the next technological revolution, and by the incredible products that people build on our platform. We also support our Particle family and community by embracing our core values of caring, curiosity, openness, and joy.
Everyone is welcome at Particle. We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
